Our client is a technology company with SaaS product, operating for international logistic businesses, mainly across ASEAN.
As the Regional Client Success Leader, you’ll be the driving force behind the Client Success
Team. Your role is vital in ensuring the clients receive top-tier support and service, fostering strong relationships, and driving the team towards greater achievements. This role is pivotal in overseeing the delivery of the SaaS projects to the customers in the region and ensuring they fully leverage our software and services. You’ll play a key part in guiding clients through their journey with the company through a team of Key account managers, with an emphasis on maximizing the opportunities for upselling.
Team. Your role is vital in ensuring the clients receive top-tier support and service, fostering strong relationships, and driving the team towards greater achievements. This role is pivotal in overseeing the delivery of the SaaS projects to the customers in the region and ensuring they fully leverage our software and services. You’ll play a key part in guiding clients through their journey with the company through a team of Key account managers, with an emphasis on maximizing the opportunities for upselling.
Responsibilities include:
- Lead and inspire a regional Key Account Management team spanning across (Indonesia, Thailand, Malaysia, Vietnam and Philippines).
- Elevate the client project delivery and support standards.
- Develop strategies for client onboarding, training, and engagement, enhancing overall client experience.
- Supporting and directing new and experienced Key Account Managers in providing onboarding and training clients and improving engagement and retention.
- Serving as a coach and a leader, helping to develop the skills of your team as they grow in their careers.
- Managing day-to-day operations of your team including monitoring active implementation projects of the clients, managing escalations from your direct reports, ensuring the delivery and documentation of high-quality engagements throughout the client lifecycle.
- Work closely with the Product and Development Teams to represent the voice of the client during the onboarding, implementation and ongoing support stages.
- Someone adept at balancing client needs and business growth.
- A strategic thinker who leverages data for client and sales benefits.
Who The Client is Looking For:
- Experienced Leader: Proven experience in leading customer support or client success teams, particularly in a technology-focused environment.
- Client-Centric Approach: A knack for understanding client needs and delivering solutions that exceed expectations.
- Strategic Mindset: Ability to use data and insights to drive decisions and improvements.
- Coach: Passion for coaching and growing your team, encouraging their professional development.
- Sales Integration Acumen: Experience in integrating sales strategies into client success initiatives, enhancing business growth while maintaining client satisfaction.
- NPS Focus and Innovation: A strong focus on the Net Promoter Score, involving program optimization, feedback monitoring, aggregation, and applying client insights for significant improvements.
Skills & Experience:
- A strong background in leading a client success team with at least 3 years in the leadership role managing a client team in a technology business.
- Sales experience in upselling to an existing client base.
- Effective communication abilities, fostering teamwork and collaboration.
- Strong organizational and decision-making skills.
- Ability to work closely with other technical staff and the management in your business.